Customer Service Supervisor

Ergo Contracts Philippines Inc.; Philippines; On-site; PHP 360,000 - 420,000; Full time

Job summary

Ergo Contracts Philippines Inc. seeks a Customer Service Supervisor to lead and train the CSG staff, investigate and resolve product and service complaints, and ensure the highest level of customer satisfaction.

Responsibilities include coordinating repairs (warranty and non-warranty), quoting promptly, processing sales orders and invoices, managing documents and payments, and guiding technicians with schedules and routes.

Qualifications

• Must be a graduate of any 4-year related course.
• 2+ years of experience in the same capacity/industry.
• Experience in furniture industry is a plus.
• Excellent communication and customer service skills.
• Strong interpersonal and negotiation skills.
• Strong decision-making abilities.

Responsibilities

• Oversee and train CSG staff; maintain high customer satisfaction.
• Handle warranty and non-warranty repairs; schedule and route items; provide accurate quotations.
• Ensure sales orders and invoices are processed by CMG; coordinate documents and permits for onsite repairs; manage payments.
• Review project deviation details; secure approvals and communicate decisions; process PDFs promptly.

Skills

Communication

Customer service

Interpersonal skills

Negotiation

Decision making

Education

Bachelor's degree in related field

Job description

Job Summary

A customer service supervisor oversees, leads, and trains CSG staff. Customer service supervisors investigate and solve product and service complaints. Provide excellent customer service to ensure the highest level of customer satisfaction.

Job Descriptions:

Repair for warranty and non-warranty

• Consolidate all items to be repaired for easy scheduling and routing
• Provide accurate quotation to external and internal client promptly
• Ensure sales order and invoice are processed by CMG
• Coordinate all documents and permit for onsite repair
• Ensure all payment is collected after the repair or to be settled within 30 days
• Provide schedule, route and instruction to the technician

Project Deviation

• Review all details in the project deviation form and secure approval of the Head.
• With cost implication charges, secure signature for acknowledgement and approval
• Ensure PDF must be processed within the day and must be sent to all concern department

Customer Service Management

• Ensure all inquiries must be checked and served
• Ensure customer expectation is exceeded after sales service

Supervisory Management

• Provide training to new hires
• Ensure all CSG activities must be processed within the day and sent to all concern department
• Assist the manager in resolving issues
• Report weekly task of the department to the manager

Qualifications:

• Must be a graduate of any 4-year related course
• At least 2 years of experience in the same industry of Capacity
• Experience in Furniture industry is a plus but not always required
• Excellent communication and customer service skills
• Excellent interpersonal skills and negotiation skills
• Strong decision‑making skills